References
- Anderson EW (1998) Customer satisfaction and word of mouth. J Serv Res-US 1: 5-17. https://doi.org/10.1177/109467059800100102
- Anderson JC, Gerbing DG (1988) Structural equation modeling in practice: A review and recommended two-step approach. Psychol Bull 103: 411-423. https://doi.org/10.1037/0033-2909.103.3.411
- Arndt J (1967) "Word of mouth advertising and informal communication" in Risk Taking and Information Handling in Consumer Behavior, Donald F. Cox, ed. Boston: Division of Research, Graduate School of Business Administration, Harvard University, pp 188-239.
- Babin BJ, Darden WR, Griffin M (1994) Work and/or fun: Measuring hedonic and utilitarian shopping value. J Consum Res 20: 644-656. https://doi.org/10.1086/209376
- Bagozzi RP, Yi Y (1988) On the evaluation of structural equation models. J Acad Market Sci 16: 74-94. https://doi.org/10.1007/BF02723327
- Berger PD, Eechambadi N, George M, Lehmann DR, Rizley R, Venkatesan R (2006) From customer lifetime value to shareholder value: Theory, empirical evidence, and issues for future research. J Serv Res-US 9: 156-167. https://doi.org/10.1177/1094670506293569
- Blodgett JG, Hill DJ, Tax SS (1997) The effects of distributive, procedural, and interactional justice on postcomplaint behavior. J Retailing 73 (Summer): 185-210. https://doi.org/10.1016/S0022-4359(97)90003-8
- Boulding W, Kalra A, Staelin R, Zeithaml VA (1993) A dynamic process model of service quality: From expectations to behavioral intentions. J Marketing Res 30: 7-27. https://doi.org/10.2307/3172510
- Brady MK, Robertson CJ (2001) Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. J Bus Res 51: 53-60. https://doi.org/10.1016/S0148-2963(99)00041-7
- Brown JJ, Reingen PH (1987) Social ties and word-of-mouth referral behavior. J Consum Res 14 (December): 350-362. https://doi.org/10.1086/209118
- Carve CS, Scheier MF (1990) Origins and functions of positive and negative effect: A control-process view. Psychol Rev 97: 19-35. https://doi.org/10.1037/0033-295X.97.1.19
- Chevalier JA, Mayzlin D (2006) The effect of word of mouth on sales: Online book reviews. J Marketing Res 43: 345-354. https://doi.org/10.1509/jmkr.43.3.345
- Chiou J, Shen C (2006) The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward internet portal sites. Int J Serv Ind Manag 17: 7-23. https://doi.org/10.1108/09564230610651552
- Chow IH, Lau VP, Lo TW, Sha Z, Yun H (2007) Service quality in restaurant operations in China: decision- and experiential- oriented perspectives. Internatiot J Hosp Manag 26: 698-710. https://doi.org/10.1016/j.ijhm.2006.07.001
- Cohen JB, Fishbein M, Ahtola OT (1972) The nature and uses of expectancy-value models in consumer attitude research. J Market Res 9: 456-460. https://doi.org/10.2307/3149317
- Cronin JJ Jr, Taylor SA (1992) Measuring service quality: A reexamination and extension. J Marketing 56: 55-68.
- Cronin JJ, Taylor SA (1994) SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. J Marketing 58: 125-131.
- Crosby LA, Evans KR, Cowles D (1990) Relationship quality in services selling: An interpersonal influence perspective. J Marketing 54: 68-81. https://doi.org/10.2307/1251817
- Day E, Crask, MR (2000) Value assessment: The antecedent of customer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 13: 42-50.
- Dichter E (1966) How word-of-mouth advertising works. Harvard Bus Rev 44 (November-December): 147-166.
- Dutta K, Venkatesh U, Parsa HG (2007) Service failure and recovery strategies in the restaurant sector: An Indo-US comparative study. International Journal of Contemporary Hospitality Management 19: 351-363. https://doi.org/10.1108/09596110710757526
- Emerson RM (1976) Social exchange theory. Annu Rev Sociol 2: 335-363. https://doi.org/10.1146/annurev.so.02.080176.002003
- Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Market Res 18: 39-50. https://doi.org/10.2307/3151312
- Frenzen K, Nakamoto K (1993) Structure, cooperation, and the flow of market information. J Consum Res 20 (December): 360-375. https://doi.org/10.1086/209355
- Gatignon H, Robertson TS (1986) An exchange theory model of interpersonal communication, in Advances in Consumer Research, Vol. 13, Richard J. Lutz, ed. Provo, UT: Association for Consumer Research: 534-538.
- Gounaris SP, Venetis K (2002) Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship. J Serv Mark 16: 636-655.
- Gremler DD, Gwinner KP, Brown SW (2001) Generating positive word-of-mouth communication through customer-employee relationships. Int J Serv Ind Manag 12: 44-59. https://doi.org/10.1108/09564230110382763
- Ha J, Jang SC (2010) Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. Int J Hosp Manag 29: 2-13. https://doi.org/10.1016/j.ijhm.2009.03.009
- Hair JF Jr, Anderson RE, Tatham RL, Black WC (1998) Multivariate data analysis. Upper Saddle River, NJ: Prentice- Hall. pp 104-118.
- Harrison-Walker LJ (2001) The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. J Serv Res-US 4: 60-75. https://doi.org/10.1177/109467050141006
- Hartline MD, Jones KC (1996) Employee performance cues in a hotel service environment: influence on perceived service quality, value, word of mouth intentions. J Bus Res 35: 207-216. https://doi.org/10.1016/0148-2963(95)00126-3
- Hennig-Thurau T, Gwinner KP, Gremler DD (2002) Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. J Serv Res 4: 230-247. https://doi.org/10.1177/1094670502004003006
- Hinkin TR, Tracey JB, Enz CA (1997) Scale construction: developing reliable and valid measurement instruments. Journal of Hospitality and Tourism Research 21: 100-120. https://doi.org/10.1177/109634809702100108
- Hyun S (2009) Creating a model of customer equity for chain restaurant brand formation. Int J Hosp Manag 28: 529-539. https://doi.org/10.1016/j.ijhm.2009.02.006
- Hyun S (2010) Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hosp Q 51: 251-267. https://doi.org/10.1177/1938965510363264
- Jarvelin A, Lehtinen U (1996) Relationship quality in businessto- business service context. In BB Edvardsson, SW Johnston & EE Scheuing (Eds.), Advancing service quality: A global perspective (pp 243-254). Lethbridge, Canada: Warwick Printing.
- Jones MA, Reynolds KE, Arnold MJ (2006) Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes. J Bus Res 59: 974-981. https://doi.org/10.1016/j.jbusres.2006.03.006
- Jones TO, Sasser WE Jr (1995) Why satisfied customers defect, Harvard Bus Rev 73(November-December): 88-99.
- Kim WG, Han JS, Lee E (2001) Effects of relationship marketing on repeat purchase and word of mouth. Journal of Hospitality and Tourism Research 25: 272-288. https://doi.org/10.1177/109634800102500303
- Lam SY, Shankar V, Erramilli MK, Murthy B (2004) Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. J Acad Market Sci 32: 293-311. https://doi.org/10.1177/0092070304263330
- Lin C, Sher PJ, Shih H (2005) Past progress and future directions in conceptualizing customer perceived value. Int J Serv Ind Manag 16: 318-336. https://doi.org/10.1108/09564230510613988
- Mano H, Oliver RL (1993) Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. J Consum Res 20 (December): 451-466. https://doi.org/10.1086/209361
- McDougall GHG, Levesque T (2000) Customer satisfaction with services: putting perceived value into the equation. J Serv Mark 14: 392-410. https://doi.org/10.1108/08876040010340937
- Mummert H (2000) The year's best bells & whistles. Target Marketing 23: 3-5.
- Oh H (1999) Service quality, customer satisfaction, and customer value: A holistic perspective. Int J Hosp Manag 18: 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
- Oliver RL (1980) A cognitive model of the antecedents and consequences on satisfaction decisions. J Market Res 17: 460-469. https://doi.org/10.2307/3150499
- Oliver RL (1992) An investigation of the attribute basis of emotion and related affects in consumption: Suggestions for a stage-specific satisfaction framework. Adv Consum Res 19: 237-244.
- Raymond MA, Tanner JF Jr (1994) Maintaining customer relationships in direct sales: Stimulating repeat purchase behavior. Journal of Personal Selling and Sales Management 14(Fall): 67-76.
- Reichheld FF, Sasser WE (1990). Zero, defection: Quality comes to service. Harvard Bus Rev 68: 105-111.
- Roberts K, Varki S, Brodie R (2003) Measuring the quality of relationships in consumer services: An empirical study. Eur J Marketing 37: 169-196. https://doi.org/10.1108/03090560310454037
- Rust RT, Zeithaml VA, Lemon KN (2000) Driving customer equity. New York: Free Press. p 267.
- Ryu G, Feick L (2007). A penny for your thought: Referral reward programs and referral likelihood. J Marketing 71: 84-89.
- Sethi V, King W (1994). Development of measures to assess the extent to which an information technology application provides competitive advantage. Manage Sci 40: 1601-1624. https://doi.org/10.1287/mnsc.40.12.1601
- Sirdeshmukh D, Singh J, Sabol B (2002). Consumer trust, value, and loyalty in relational exchanges. J Marketing 66: 15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
- Soriano DR (2002) Customers' expectations factors in restaurants: The situation in Spain. International Journal of Quality and Reliability Management 19: 1055-1068. https://doi.org/10.1108/02656710210438122
- Spreng RA, Mackoy RD (1996) An empirical examination of a model of perceived service quality and satisfaction. J Retailing 72: 201-214. https://doi.org/10.1016/S0022-4359(96)90014-7
- Susskind AM (2002) I told you so!: Restaurant customers' word-of-mouth communication patterns. Cornell Hotel Rest A 43: 75-85.
- Swan JE, Oliver RL (1989) Post-purchase communications by consumers. J Retailing 65: 516-533.
- Tanner JF Jr (1996) Buyer perceptions of the purchase process and its effects on customer satisfaction. Ind Market Manag 25: 125-133. https://doi.org/10.1016/0019-8501(95)00071-2
- Taylor SA, Baker TL (1994) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. J Retailing 70: 163-178. https://doi.org/10.1016/0022-4359(94)90013-2
- Vallacher RR, Wegner DM (1987) What do people think they are doing? Action identification and human behavior. Psychol Rev 94: 3-15. https://doi.org/10.1037/0033-295X.94.1.3
- Westbrook RA, Oliver RL (1991) The dimensionality of consumption emotion patterns and consumer satisfaction. J Consum Res 18(June): 84-91. https://doi.org/10.1086/209243
- Wikipedia, 2008. Restaurant chains. Retrieved October 19, 2008 from http://en.wikipedia.org/wiki/Restaurant_chain#Restaurant_ chains
- Yuksel A, Yuksel F (2002) Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of Vacation Marketing 9: 52-68.
- Zeithaml VA (1988) Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. J Marketing 52: 2-22. https://doi.org/10.2307/1251446
- Zikmund W (2003) Business research method. Mason, OH: Thomson South-Western. p 117.